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Is it possible to re-fill the comment field with text in the workflow durig a transition?
I am a user and would like to have text already pre-filled as a guide or a template.
As an agent, I solve tickets with the transition "solution found". The transition is connected to a window where the agent can write a text in the Comment field on this connected window:
The use case is, the agent can fill out as a template
1. Which kind of service affected?
2. Has the customer confirmed the function?
Yes, by mail
I hope it makes the requirement clearer.
So you are creating a form in the Comment and the agent edits the Comment? IMO, you should consider using custom fields for this. Also I know that integrated Proforma is being rolled out so I wonder if that is available and an option. I have not, as yet investigated this myself.